Director Operations Marketing Customer Relations in San Francisco Bay CA Resume Marguerite Mazzitti
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MARGUERITE MAZZITTI 510.541.1225 ▪ [email protected]
HIGHLIGHTS Accomplished professional with 20 years of progressive experience in operations, project management, relationship management and merchandising. Built and sustained relationships with Fortune 500 companies including American Express, Northern Telecom, Bechtel, Square D, and Fox Broadcasting Group. Proven expertise in quickly understanding corporate culture, navigating organizational dynamics, and translating strategies for account portfolio of $100M annually. Recruited, managed and mentored departments of up to 65 employees. Business strategist with success in improving operational efficiency, streamlining business processes, leading organizations through transitions, and implementing cost control initiatives. Recognized for the ability to build rapport quickly and motivate teams for positive change. EXPERIENCE GENERAL M ANAGER
2012- 2013
Walnut Creek, CA
Directed operational, staff, sales and marketing efforts for an 11 year old home care agency with 80 caregivers providing hourly, daily, or live-in care. Increased sales by 35% in first 4 months. Represented agency to hospitals, doctors, skilled nursing facilities, senior residences and to senior groups throughout Alameda and Contra Costa County. Analyzed and realigned marketing and advertising campaigns. Implemented and executed a consistent marketing plan including web, social and print media. Identified and removed workflow roadblocks. Managed relationships with referral contacts, built referral network, represented agency in industry organizations. CONSULTANT
2011 –2012
San Leandro, CA
Develop marketing strategies: including branding and social media, special events and niche programs that increase sales by 15%. Recruit, hire, and train new staff members for clients. Identify workflow roadblocks and eliminate challenges seamlessly. Implement process improvements which increase sales, customer service, and customer retention. Research and evaluate current business strategy for businesses in the retail and hospitality industry. Implement enhanced hiring processes, customized employee manuals and employee training. Explore new technologies that can improve sales or reduce costs such as point-of-sale programs; open table reservations; and analyzing inventory mix and sales rates. Specialist in visual merchandising consumer products for maximum impact displays and cross-selling to multiple audiences. TUTTO MIO, GENERAL M ANAGER
2000 –2012
San Leandro, CA
Expanded the product line by 50%, which grew the customer base by 25% in 1 year. Direct operational, financial, and strategic matters within a high-end import, wholesale company featuring custom designed, hand crafted, Italian ceramics for the home. Spearheaded growth within the sales territory, which included 30% more coverage in the U.S., and managed independent sales force of 60. Design seasonal collections to appeal to the luxury market including boutique wineries, retailers, restaurants, and luxury hotel and resorts. Conceptualize and design innovative marketing materials, including catalog, trade show exhibit displays, photo shoots and website content. Plan, execute, and staff 10 trade show programs annually. Manage sales representative partnerships. Secured free print advertising placement in trade and consumer magazines such as Better Homes and Gardens, House Beautiful, and Tastes of Italia, and endorsements on national television cooking shows including the Food Network and PBS. Provided custom designed products for Mondavi Wines, Resort at Pelican Hill, Marriott Residences, and
The Culinary Institute of America. C. BECK &ASSOCIATES, INC., DIRECTOR OF OPERATIONS
1997 – 1999
Rolling Meadows, IL
Maintained accountability for call center production of $5M in annual revenue. Successfully retained 100% of client base and added 25% more business within 6 months. Established a call center focused on pharmaceutical marketing, including defining processes for recruitment, training, and performance standards, which resulted in cross-utilization of team members. Directed special projects, including the redesign of call center scripts, office relocation of 60 staff, and technology upgrades, and employee training and retention programs while staying within budget. Renegotiated client agreements that resulted in 30% savings.
AMERICAN EXPRESS CORPORATE SERVICES, M ANAGER, ACCOUNT DEVELOPMENT
1996 – 1997
Rolling Meadows, IL
Managed the performance of contracted service agreements for a portfolio that generated $100M annually. Achieved 100% client retention and added 30% of new business using sound business acumen. Established strategic partnerships to support the client organization from “C” level to administration, which gained 100% compliance of the program. Pioneered the implementation of projects, process improvement initiatives, and professional development across all business units, which ensured success of client programs, maximized cost savings, and boosted profitability. Championed efforts to negotiate airline, car rental, and hotel contracts on clients’ behalf, which resulted in 70% savings on expense categories. Advised Fortune 500 accounts on reducing corporate travel expenditures by 75%. Decreased travel expenditures by 60% by implementing a travel policy for clients. AMERICAN EXPRESS CORPORATE SERVICES, M ANAGER, AREA ONSITE OPERATIONS
1988 – 1996
Rolling Meadows, IL
Launched a new business travel call center and on-site offices servicing $40M annually. Implemented and managed multiple off-site client business centers. Created operating standards for 65 team members. Collaborated with internal and external contacts across business units to retain service contracts. Garnered recognition for management excellence and progressively grew within the company from a starting position of Branch Coordinator to multiple promotions as part of the management team. Recruited, trained, and mentored team to exceed performance standards, resulting in 50% promotion rate Redesigned processes to maximize efficiencies, resulting in cost savings to client and increased department profitability by 40% Promoted to implementation and process improvement specialist for the Southeastern region Established the infrastructure for implementations, operations, and performance standards Cultivated positive and enduring relationships with client contacts, which resulted in client contracts for additional services to manage travel and expense programs EDUCATION Bachelor of Arts, University of Maryland, College Park, MD Industrial-Organizational Psychology Emphasis Kappa Alpha Theta
PROFESSIONAL AFFILIATIONS Board of Zoning Adjustments, Commissioner, City of San Leandro San Leandro Chamber of Commerce San Leandro Leadership Class of 2012 Extensive Experience in the European Market Native Italian Speaker
HIGHLIGHTS Accomplished professional with 20 years of progressive experience in operations, project management, relationship management and merchandising. Built and sustained relationships with Fortune 500 companies including American Express, Northern Telecom, Bechtel, Square D, and Fox Broadcasting Group. Proven expertise in quickly understanding corporate culture, navigating organizational dynamics, and translating strategies for account portfolio of $100M annually. Recruited, managed and mentored departments of up to 65 employees. Business strategist with success in improving operational efficiency, streamlining business processes, leading organizations through transitions, and implementing cost control initiatives. Recognized for the ability to build rapport quickly and motivate teams for positive change. EXPERIENCE GENERAL M ANAGER
2012- 2013
Walnut Creek, CA
Directed operational, staff, sales and marketing efforts for an 11 year old home care agency with 80 caregivers providing hourly, daily, or live-in care. Increased sales by 35% in first 4 months. Represented agency to hospitals, doctors, skilled nursing facilities, senior residences and to senior groups throughout Alameda and Contra Costa County. Analyzed and realigned marketing and advertising campaigns. Implemented and executed a consistent marketing plan including web, social and print media. Identified and removed workflow roadblocks. Managed relationships with referral contacts, built referral network, represented agency in industry organizations. CONSULTANT
2011 –2012
San Leandro, CA
Develop marketing strategies: including branding and social media, special events and niche programs that increase sales by 15%. Recruit, hire, and train new staff members for clients. Identify workflow roadblocks and eliminate challenges seamlessly. Implement process improvements which increase sales, customer service, and customer retention. Research and evaluate current business strategy for businesses in the retail and hospitality industry. Implement enhanced hiring processes, customized employee manuals and employee training. Explore new technologies that can improve sales or reduce costs such as point-of-sale programs; open table reservations; and analyzing inventory mix and sales rates. Specialist in visual merchandising consumer products for maximum impact displays and cross-selling to multiple audiences. TUTTO MIO, GENERAL M ANAGER
2000 –2012
San Leandro, CA
Expanded the product line by 50%, which grew the customer base by 25% in 1 year. Direct operational, financial, and strategic matters within a high-end import, wholesale company featuring custom designed, hand crafted, Italian ceramics for the home. Spearheaded growth within the sales territory, which included 30% more coverage in the U.S., and managed independent sales force of 60. Design seasonal collections to appeal to the luxury market including boutique wineries, retailers, restaurants, and luxury hotel and resorts. Conceptualize and design innovative marketing materials, including catalog, trade show exhibit displays, photo shoots and website content. Plan, execute, and staff 10 trade show programs annually. Manage sales representative partnerships. Secured free print advertising placement in trade and consumer magazines such as Better Homes and Gardens, House Beautiful, and Tastes of Italia, and endorsements on national television cooking shows including the Food Network and PBS. Provided custom designed products for Mondavi Wines, Resort at Pelican Hill, Marriott Residences, and
The Culinary Institute of America. C. BECK &ASSOCIATES, INC., DIRECTOR OF OPERATIONS
1997 – 1999
Rolling Meadows, IL
Maintained accountability for call center production of $5M in annual revenue. Successfully retained 100% of client base and added 25% more business within 6 months. Established a call center focused on pharmaceutical marketing, including defining processes for recruitment, training, and performance standards, which resulted in cross-utilization of team members. Directed special projects, including the redesign of call center scripts, office relocation of 60 staff, and technology upgrades, and employee training and retention programs while staying within budget. Renegotiated client agreements that resulted in 30% savings.
AMERICAN EXPRESS CORPORATE SERVICES, M ANAGER, ACCOUNT DEVELOPMENT
1996 – 1997
Rolling Meadows, IL
Managed the performance of contracted service agreements for a portfolio that generated $100M annually. Achieved 100% client retention and added 30% of new business using sound business acumen. Established strategic partnerships to support the client organization from “C” level to administration, which gained 100% compliance of the program. Pioneered the implementation of projects, process improvement initiatives, and professional development across all business units, which ensured success of client programs, maximized cost savings, and boosted profitability. Championed efforts to negotiate airline, car rental, and hotel contracts on clients’ behalf, which resulted in 70% savings on expense categories. Advised Fortune 500 accounts on reducing corporate travel expenditures by 75%. Decreased travel expenditures by 60% by implementing a travel policy for clients. AMERICAN EXPRESS CORPORATE SERVICES, M ANAGER, AREA ONSITE OPERATIONS
1988 – 1996
Rolling Meadows, IL
Launched a new business travel call center and on-site offices servicing $40M annually. Implemented and managed multiple off-site client business centers. Created operating standards for 65 team members. Collaborated with internal and external contacts across business units to retain service contracts. Garnered recognition for management excellence and progressively grew within the company from a starting position of Branch Coordinator to multiple promotions as part of the management team. Recruited, trained, and mentored team to exceed performance standards, resulting in 50% promotion rate Redesigned processes to maximize efficiencies, resulting in cost savings to client and increased department profitability by 40% Promoted to implementation and process improvement specialist for the Southeastern region Established the infrastructure for implementations, operations, and performance standards Cultivated positive and enduring relationships with client contacts, which resulted in client contracts for additional services to manage travel and expense programs EDUCATION Bachelor of Arts, University of Maryland, College Park, MD Industrial-Organizational Psychology Emphasis Kappa Alpha Theta
PROFESSIONAL AFFILIATIONS Board of Zoning Adjustments, Commissioner, City of San Leandro San Leandro Chamber of Commerce San Leandro Leadership Class of 2012 Extensive Experience in the European Market Native Italian Speaker
